Warranty
A problem with a product? Find out what is covered, how to report a fault and what happens when your claim is assessed.
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Business-to-business sales
These policies apply to purchases for repair work, resale or other professional purposes. Such business-to-business (B2B) transactions are governed by the sales contract: the accepted order, Partob’s Terms & conditions, any specifically agreed conditions and the applicable sales law.
The EU Consumer Rights Directive (2011/83/EU), Articles 2(1) and 3(1), concerns contracts between traders and consumers purchasing outside their business or profession. Consumer-specific protections under that Directive, including withdrawal rights, do not generally apply to business-purpose purchases. For example, a repair shop buying screens for customer repairs is making a business purchase.
For qualifying international sales of goods, the United Nations Convention on Contracts for the International Sale of Goods (CISG) may apply. Article 1 defines its international scope; Article 2(a) generally excludes personal, family or household purchases. Article 6 allows parties to exclude or vary its rules, subject to its limits, including Article 12. This reference does not itself select or exclude the CISG.
The commercial terms below are subject to applicable rules that cannot be excluded by contract. Whether a buyer is a consumer depends on the actual transaction, not simply an account label; any legally qualifying consumer purchase is treated accordingly.
What the warranty covers
Commercial warranty cover applies to eligible product defects under the conditions supplied with the product or order. A product that does not work correctly on arrival, or develops a fault during its stated warranty period, can be reported for assessment.
The applicable period and coverage are those stated for the specific product or order. Parts, batteries, accessories, repair tools, electronics and pre-owned devices may have different conditions. Keep your order record and ask our team if you need help identifying the warranty that applies.
Our 90-day standard return window and its refund percentages are explained on the Returns page. They do not automatically determine the warranty period or the remedy for a covered defect.
Test before installation
Check the product reference, device model and compatibility before starting work. Test replacement parts before final installation, following the relevant handling instructions and using suitable equipment, anti-static precautions and a qualified repair technician where needed.
If you find a fault, stop installation and record the symptoms and checks already carried out. Avoid further modification or actions that could damage the product or make the original fault harder to assess.
Do not continue using, charging or testing an item that may be unsafe. Contact us before returning a swollen, leaking or damaged battery so that suitable transport instructions can be provided.
Register a warranty claim
Use the Returns area of your Partob account to register an RMA for the affected products. Choose the reason that best describes the fault and include enough information for us to assess the request:
- The order reference, product name or SKU and affected quantity.
- The device model and compatibility details, where relevant.
- What does not work, when the fault appeared and whether the product has been installed or used.
- Clear photographs and the results of any safe tests already performed.
Keep the RMA reference and use it in messages and on the return paperwork. Do not include passwords or customer device data.
The online RMA form currently accepts orders within the 90-day standard return window. If an order is not available in the form, or you need to claim under a warranty that extends beyond that window, contact our team with the order details. The form’s time limit does not decide your warranty entitlement.
Any amount shown when registering an RMA is a provisional return calculation. It is not a final warranty decision. We will confirm the applicable process and outcome after reviewing the claim.
Incorrect, missing or damaged items
If the item received differs from your order, is incomplete, or an item is missing, contact us promptly with the order reference and details of what arrived. Keep the packing slip and relevant packaging while we investigate.
For visible transport damage, record the condition on delivery where possible and photograph the outer parcel, protective packaging and affected item. Do not discard the packaging before we have explained the next steps.
If you ordered the wrong product or no longer need an undamaged item, use our standard Returns policy. For a parcel that has not arrived, contact us with the order and tracking reference so we can investigate the delivery.
Inspection and exclusions
We check the product against the original order, the reported fault and any supporting information. Inspection or further testing may be needed before a claim is approved. Permission to send a product does not guarantee acceptance or a refund.
Commercial cover does not include damage caused by the customer or end user, such as a broken screen, liquid exposure, impact, installation damage or scratches. Incorrect handling, misuse, unauthorised modification and normal wear are also excluded where they fall outside the stated product warranty.
Return products with their original packaging and Partob identification codes, keeping all relevant components together. Goods supplied by another seller or items that cannot be identified may be rejected. If packaging or identification is missing, contact us before sending the item.
A product is assessed on the cause of the reported problem.
Return shipping and handling
Wait for the instructions for your case before sending products. For an RMA return, dispatch within five working days of receiving those instructions. Include the RMA packing slip or an item list with the reference, send only the registered products and use protective outer packaging.
Under our standard commercial RMA process, the buyer pays shipping to Partob. If inspection confirms that a product or parcel does not meet the applicable policy, the buyer also pays the cost of having it sent back. Original order delivery charges are not refunded as part of a standard return. Different transport arrangements stated in the applicable product warranty take precedence.
Keep proof of shipment and tracking details. We aim to assess received RMA returns within five working days; additional testing or missing information may take longer. Rejected or incorrectly sent goods are held for up to three months while their return is arranged. Request them back in writing with your RMA reference.
Claim outcome, Credit and Rewards
We will explain the assessment and the resolution available under the applicable product warranty. This may be repair, replacement, an approved refund or another agreed remedy. The conditions, any costs and the next steps will be confirmed before proceeding.
When a case is settled as a standard approved return, the Returns policy applies: register by day 30 for a 100% refund, on days 31–60 for 70%, or on days 61–90 for 50%. Days run from the order being marked Completed and the percentage is recorded at RMA submission. Batteries follow the same standard return rates. A different remedy provided by the product warranty remains available under that warranty.
When an approved return is completed, its approved refund is deposited directly into your Partob Credit account. The original Partob Rewards awarded for the approved returned quantity is reversed in full, even where the refund rate is 70% or 50%. Rewards already reversed are not deducted again, and products that earned no Rewards have no Rewards reversal.
The refund credit and Rewards reversal appear as separate adjustments. For example, a €70 approved return credit and a €5 reversal of the original Rewards increase the Credit balance by €65. A repair or replacement is not automatically treated as a refunded return.
If a claim is rejected in whole or in part, we will explain the reason. Contact us with the RMA reference if you need an explanation or have additional information for the assessment.
Need help with a warranty claim?
Send us your order reference and a short description of the issue so we can help with the next step.